Q01Some hardware has failed in my dedicated server; what shall I do?
Hardware components on our dedicated servers are fully managed. This means we will happily replace any failed component for you, free of charge, if and when you have identified a failed component.
Hardware failures can happen and we know how frustrating it can be when they do. As a result of the impact they can have upon your service, we will liaise with you to try and select the option of least disruption to you, to try and get your services back online and running to their full capacity.
If you do encounter a piece of faulty hardware and you wish for it to be replaced, please identify the specific piece of hardware that has failed and then raise a ticket through your MyServers panel asking for the failing hardware replaced. A member of our support team will then be in touch, to lease with you about the replacement of the faulty hardware.
When identifying the failed hardware, we will require you to give us enough information to locate the specific piece of hardware that has failed. As an example, if a drive has failed in a server with multiple drives, we would need information such as the drive’s serial number and physical bay number, so that we can correctly identify which drive will need replacing. To aid you in identifying which specific piece of hardware has failed, we have added advice on how to do so in our FAQ section. Please look through our FAQ section for help on this.
Please note, if it is not feasible to replace the faulty hardware or if it is impossible to accurately identify the faulty component, we will provision you with a different chassis (with the same specifications) to migrate over to, free of charge.
If you are looking to minimise downtime when architecting your solution, we can help with solutions in order to maximise the uptime and availability of the service and reduce the time to restore services in the event of a failure.
If you have any questions, please feel free to get in touch.
Q02Some hardware has failed in my colocated server; what shall I do?
If hardware has failed on a collocated server, how and when the hardware is replaced will be up to you to dictate, within our standard processes.
There are two options. The first is to raise an access request ticket, so that you can come to the site and replace the faulty hardware yourself, while bringing your own replacement hardware. If your device is hosted within one of our ‘shared’ colocated racks, we would need to de-rack the device for you, so that you could perform this work in one of our build rooms. If you require access to one of your colocated devices / racks, please raise an access ticket through your MyServers control panel.
The second option would be to raise a remote hands request and have one of our technicians replace the faulty hardware for you. As we do not manage your hardware this work may be chargeable. If the work is chargeable, we would discuss this with you and agree on the cost before any work is carried out. We would also require you to send the replacement components to our data centre; to use to replace the faulty hardware. If you would like us to perform a remote hands task for you, please raise a ticket through your MyServers control panel, and we will happily discuss this process with you.
If you have any questions, please feel free to get in touch and we will be happy to help.
Q03My dedicated server has gone offline; what should I do?
If you can no longer access your server remotely, we would first suggest power-cycling your server, effectively turning your server off and on again.
Power-cycling a server can fix some issues that servers encounter and is the first troubleshooting option we would suggest; however, please be aware that power cycling a machine that has not been shut down or reset gracefully can cause files to be lost and/or damaged. As a Managed Infrastructure Services provider, we are not responsible for any data-loss and the choice to power-cycle your server must be your own.
If you wish for your server to be power-cycled, you can raise a power-cycle request through your MyServers control panel, on the IS page, under the support section.
If a power-cycle does not bring your server back-online, we would then suggest checking the status of your server through a remote console (started through the OOB remote management panel) or through a KVMoIP. If you do not have OOB remote management with your server, you can raise a KVMoIP request through our MyServers control panel. You can use the remote console/KVMoIP session to check for the cause of the server going offline; to check for things such as a crashed operating system or hardware errors.
If you cannot identify why the server has gone offline or if you have identified an issue with the server you require help with, please feel free to raise a support ticket through our MyServers control panel, and a member of team will be happy to help. When raising a ticket, please confirm all the troubleshooting steps you have already performed; so we know not to suggest these troubleshooting actions.
Please also feel free to get in touch if you have any further questions and we will be happy to help.